Mary Lawal

MARY OLUWASEUN LAWAL - |Email:-| Abuja, Nigeria PROFESSIONAL SUMMARY A dedicated and customer-focused professional with experience in customer service, digital marketing, and administrative support. Skilled in handling customer inquiries, resolving complaints, and ensuring a seamless customer experience. Proficient in using CRM software, ticketing systems, and live chat support tools to enhance customer interactions and drive satisfaction. Adept at communication, problem-solving, and relationship management to build customer loyalty and support business growth. WORK HISTORY Liquid Hub Social Media Manager / Content Creator / Graphics Designer 01/2023 – 12/2024 • Managed customer interactions across social media platforms, addressing inquiries and complaints professionally using live chat support tools. • Developed and implemented engaging content strategies to improve brand-customer engagement. • Collaborated with cross-functional teams to ensure customer feedback influenced product improvements. • Utilized analytics tools to track customer engagement and service response effectiveness. Belmark Prints and Brands LTD, Abuja Customer Care Representative 01/2022 – 12/2022 • Provided exceptional customer service by responding to inquiries via phone, email, and CRM systems. • Assisted customers with product selection, order processing, and after-sales support using Zendesk and Freshdesk. • Resolved complaints efficiently, ensuring customer satisfaction and brand loyalty. • Maintained accurate records of customer interactions and feedback to improve service delivery. Federal Ministry of Information and Culture, Radio House Abuja IT Support (NYSC) 06/2021 – 12/2022 • Offered technical assistance to staff and customers, ensuring smooth IT operations. • Assisted in resolving software and hardware-related issues for internal and external users. • Documented technical issues and solutions in the knowledge base for future reference. Zeezam Makeovers Customer Care Representative 01/2016 – 12/2017 • Welcomed customers and provided personalized recommendations on beauty services. • Managed appointment scheduling using booking and scheduling software. • Addressed customer concerns with professionalism, ensuring a pleasant experience. • Assisted in administrative tasks, including payment processing, phone handling, and CRM data entry. SKILL SET • Customer Service: Active listening, conflict resolution, empathy, complaint handling, and customer relationship management (CRM) • Communication: Clear verbal and written communication, email & chat etiquette, and professional call handling • Technical Proficiency: CRM software (Salesforce, Zendesk, HubSpot), ticketing systems (Freshdesk, Zoho Desk), live chat support tools (Intercom, Live Chat) • Problem-Solving: Troubleshooting customer issues, adaptability, and decision-making under pressure • Organizational Skills: Time management, multitasking, data entry, and record-keeping • Sales & Customer Engagement: Product knowledge, upselling, cross-selling, and customer retention strategies • Team Collaboration: Working with cross-functional teams to improve service delivery CERTIFICATIONS • Google UX Professional Certificate • The Fundamentals of Digital Marketing (Google Digital Skills for Africa) • Jobberman Soft-Skills Training • Technical Support Fundamentals • Project Management Training Certification • Customer Service & Support Training • CRM Software Training EDUCATION Higher National Diploma in Computer Science -) Nuhu Bamalli Polytechnic, Zaria National Diploma in Computer Science -) Nuhu Bamalli Polytechnic, Zaria